BetFury Casino - Player’s attempts to self-exclude have been overlooked.

I played at Betfury and lost a total of 20.200,00 EUR in a few weeks. I always deposited and cashed out in Cryptocurrency TRX. The amount I stated is the historical time value (the currency value has since more than doubled)

After asking for self exclusion after having lost around 3000 EUR, they allowed me to play over 2 more accounts. I explained to them that I have severe gaming issues and that I was not in control over myself. I had multiple chats on Telegram with them but they just ignored it. Ultimately only after going in the support group and saying I was going to slit my veins got me blocked. I asked for an additional IP block because they dont do KYC but this has not been put in place.

This is all extremely distressing. Betfury absolutely disregards responsible gaming. Recently I contacted them and asked for my deposit and withdrawal logs for my records. (As I played over the Blockchain I have all of this information when going in the blockchain explorer of my TRX wallets) but it would be helpful to have the logs directly, just easier to review them.

They then answered me they dont have them, my accounts are deleted. This is actually a blatant lie as some time ago an agent opened an account for me to look into it and then we closed it again 5 minutes hereafter. They are avoiding contact with me because they know that they have not only behaved immorally by allowing a player with a history of gambling issues who asked for help to play but they are also legally on thin ice as they are not allowed to operate in my country for legal reasons, most gambling offers are illegal where I live.

I lost the entire 20.200,00 betting large amounts on a crypto game called Limbo, I actually was even betting as much as 40.000 TRX per game, once I even played a balance of 220.000 TRX to 0. At todays crypto price that would be over 17.000 EUR.

For me it is important to share my experience with the community. But I also demand that Betfury takes responsability.

1) I ask that Betfury puts in responsible gaming measures such as deposit limits, timeouts and selfexclusions on their site as well as performing a KYC check so that other players dont encounter the same fate as me. Betfury should also stop taking bets from US customers and customers from other restricted countries some of which are using VPN at Betfury´ s knowledge.

2) I demand that Betfury refund me the part of my deposits which I made after it became clear that I was a problem gambler. One must know that I was in daily telegram contact with them advising them of my problems also telling them that I need a complete block because once I finally got an account closed they allowed me to make another one. This is extremely easy via the TRONLINK function where you simply create a new wallet and with this a new account at Betfury. It is important to know that even when using a new TRX wallet Betfury sees from your IP and unique hardware identifier who you are, so they were willingly taking bets from me despite knowledge of gambling issues because I was a profitable high roller for them. Depositing large amounts and losing all the time. Under normal circumstances I would be entitled to a full refund of my losses which total approximately 480.000 TRX due to the legal situation in my country. (To make things worse TRX has appreciated, so Betfury have collected with todays value nearly 40.000 EUR from me.) I am however satisfied if they ensure that I am unable to ever play again and they return the amounts lost after my repeated requests to block me due to severe gambling control issues.

3) I demand that betfury provides me the complete game history for the three accounts player accounts over which I played.

Thank you for your assisstance.

Dear CeeBee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, CeeBee, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello CeeBee.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you, I appreciate your efforts and help. If further documentation or information is needed, please let me know.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you for attending to my complaint. Regardless of the outcome it is extremely important that players who use or are considering to use Betfury are informed publically as to how the operator treats players in general, handles complaints and how they employ responsible gaming issues. Betfury always stated that they act in accordance to their license and the law. I personally have my doubts that this is the case judging Betfurys behaviour in this matter. Should Betfury actually not respond to these severe allegations this is very bad news for the community. It would mean that they disregard player issues and complaints in general and as a player you are at severe risk when using their services. Further it violates basic business principles and ethical standards. Last but not least it is a smack in the face of Casino Guru who work to mediate between casinos and players when issues arise and go to great effort to offer this resolution service.

Dear Casino Guru, please keep up the good work in sharing unbiased information about online casinos to inform but also to protect the player community.

Hello CeeBee and Casino Guru searchers👋It's time to clarify the situation. The BetFury team has used all reasonable efforts to ensure compliance with our responsible gambling self-exclusion policy. Our agents have warned CeeBee that due to our terms he has accepted the following conditions: we would not be held responsible or liable if he attempts to open any new account or indeed succeeds. In addition, we would not be held liable or accountable if he continued to deposit and wager using additional accounts which had previously not been disclosed. Any future wagers, Reward funds and entries in any promotions during a requested self-exclusion time will be forfeited, resulting in no return of stakes or payment of winnings.

Upon requesting a self-exclusion, BetFury will immediately close that account and prevent the player to play on that particular account. It's the player's responsibility to notify BetFury of any other accounts the player might have and promise not to open any other accounts.

The BetFury team made reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. BetFury cannot be held accountable for potential losses on other accounts.

Unfortunately, we cannot provide CeeBee with the complete game history for three accounts, due to the fact, that all the game history is cleared once per 30 days. As we have a lot of players from a huge amount of countries we need to clear the data regularly. That’s why we cannot help in this case. Regards, Betfury!

Thank you Betfury for actually responding.

Unfortunately your answer is in no way helpful and partially untrue. The sad thing about this is that I have submitted ample excerpts of communication between me and Betfury to Casino Guru which not only contradict what you say but shed a very depressing light on the matter. I explained my situation, I asked you for help and you denied it. Not only is this a license breach, it is also illegal and unethical. It is shocking to see that you are willing to handle players with such total disrespect for any rules of business conduct.

One has to also keep another thing in mind . Your services are simply illegal in my country. You are not allowed to take bets from players in Germany. Don´t believe me, seek legal advice and verify!

I am aware that you take players even from the US or using VPN, you also avoid doing KYC, but this is not in line with the regulations. Why do basically all other casinos have to comply with KYC and money laundering and license regulation? Are you somehow in a priviledged position and all other casinos stupid by following the regulations!?

But let us look what you wrote:

The BetFury team has used all reasonable efforts to ensure compliance with our responsible gambling self-exclusion policy....

Sorry but which ones??? You have no responsible gambling self exclusion policy, period.

In one case I went in public Telegram chat and said I was suicidal because of Betfury and then you closed the account. Multiple requests via Telegram were IGNORED. I have provided evidence to Casino Guru.

Our agents have warned CeeBee that due to our terms he has accepted the following conditions: we would not be held responsible or liable if he attempts to open any new account or indeed succeeds. In addition, we would not be held liable or accountable if he continued to deposit and wager using additional accounts which had previously not been disclosed. Any future wagers, Reward funds and entries in any promotions during a requested self-exclusion time will be forfeited, resulting in no return of stakes or payment of winnings.

A blatant lie. Nobody warned me of anything. They promised to review my accounts which they never did or simply gave me verbal kicks in the face. Regarding forfeiting of money, please try explaining these terms to a judge. I explained I had a control problem, you ignored this and cashed money as long as you could. Oh, even after you knew about my situation the few cashouts I had were always processed, so what you wrote here is simply untrue. (If Casino Guru needs to verify my claims, please let me know so I can submit full financial history as proof)

Upon requesting a self-exclusion, BetFury will immediately close that account and prevent the player to play on that particular account. It's the player's responsibility to notify BetFury of any other accounts the player might have and promise not to open any other accounts.

The BetFury team made reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. BetFury cannot be held accountable for potential losses on other accounts.

Again not true. Only after exercising considerable pressure did you close the accounts. You promised me an IP ban, which is not in state even today. You are responsible in full for everything that occured after I informed you of the situation.

Unfortunately, we cannot provide CeeBee with the complete game history for three accounts, due to the fact, that all the game history is cleared once per 30 days. As we have a lot of players from a huge amount of countries we need to clear the data regularly.

Luckily I have preserved all account history as evidence. Here you are opening Pandora´´ s Box. As a licensed casino you are required to store all gameplay and financial logs for a legally mandated timeframe due to worldwide AML regulations. You write you have a lot of players from a huge amount of countries and thus you clear the data regularly. Well, there are 195 countries in the world. Lets say you had 10 million player accounts (and I am fairly certain it is less) and each account had 1 MB of data storage that would be 10 TB in storage required, so an average external HD...Please, this is absurd reasoning.

Instead of trying to find a concrete solution you basically imply that Casino Guru, the player community and me all have no idea and rules dont apply to your company. Are you aware that many people are reading this thread and judging you on this? I am sceptical if your placement of the BFG token can be successful if your legal and financial approach is so sketchy as you have outlined it in your own words. At the moment you seem to want to put yourself out of business by showing the world that you dont abide to any rules, you disrespect the law and player issues are of no interest whatsoever to you. I encourage you in everybodys interest to rethink this attitude.

Dear BetFury Casino team.

Thank you very much for your cooperation in this case. Unfortunately, we consider your protection for self-exclusion players (because of the gambling problem) as insufficient. If the addicted player was allowed to register with valid information (same information), we believe he deserves the deposit refund.

Please, could you reevaluate your decision or is this your final decision?

Greet you again! If you have carefully read our Terms and Conditions (https://betfury.io/termsAndConditions.pdf), you should have taken the following points into account:

❗️1.3 Before registering an account you must carefully read these Terms & Conditions. If you don’t agree with at least one clause then you should not continue to use the Website

❗️2.2 I-gaming and online betting are allowed in your region. We are not responsible for the violation of any local laws related to online i-gaming restrictions.

❗️4.1 Your use of the Service is at your sole option, discretion and risk;

❗️4.2 You participate in the Games and Services only on behalf of yourself;

❗️4.3 All information that you provide to betfury.io during the validity of this agreement is true, complete, and correct. You shall immediately notify us of any change of such information;

❗️4.4 You take on the risk of losing the funds deposited in your account by using the Service;

❗️4.5 You are solely responsible for any applicable taxes or other amounts payable in your resident country which may be payable on cryptocurrency awarded to you through your using the Service;

❗️4.6 You are aged 18 or over or above the minimum legal age of majority in your jurisdiction. Thus you confirm that you are legally allowed to use the Service under the relevant laws in your jurisdiction.

Also, we analyzed the communication of CeeBee with the support team. All CeeBee accounts have been closed at his request. Since entering the platform is possible with WEB Tron or Metamask extension, we cannot provide blocking of all possible registration ways. Returning to Terms and Conditions, the user assumes responsibility for any violations related to i-gaming restrictions. Our team is always ready to make concessions to users, at the same time user must be willing to follow the rules for using our site. We don't take the responsibility for player's gambling issues and always recommend to stop using our platform and contact a specialist to resolve this personal problem 🙌. We really hope that you will find your peace and harmony.

best wishes, BetFury team.

Dear Casino Guru, I think it is obvious that Betfury is unwilling to comply with the law or behave ethically. They are willing to violate all rules of the business for profit and are not interested in finding an amicable solution. Sad is that Betfury is willing to knowingly predate on problem gamblers and we are even being mocked here.

I have provided sufficient evidence to Casino Guru showing how Betfury really deals with people behind the scenes. They dont even stop from lying and brutally telling players off. We have outlined the case in great detail. Therefore I will desist from doing it again.

The evidence here is pretty overwhelming yet the operator is only interested in finding excuses to avoid responsability thus I fear the only way to deal with Betfury is the legal way. Given the amounts in question and the excessive damage surrounding the matter this may result in a larger case.

I want to thank Casino Guru for helping me and also ruling in my favour and hope that my experiences have helped warn other players to play at Betfury. I admit my case is extreme yet it shows that disregard of rules and player issues is the paramount business model of Betfury.

Hello there,

Dear BetFury Casino team.

Thank you very much for your part in this case. Although we understand that the player agreed with the T&Cs, we believe that the casino should carry partial responsibility for the problem gamblers. The acceptable minimum would be blocking the players to create duplicate accounts (same full name, address, date of birth). It would clearly help the players who asked for sefl-exclusion because of the gambling problem to open a new account with the same and valid information. It is industry-standard and there is even additional benefit, players would not be able to create duplicate accounts and if they would try to do it they would be forced to use false information. In your case, the addicted player may block his account, but he can later return, create a new valid account, deposit and lose.

Since the player clearly used his valid information, we consider your protection as insufficient, and we are forced to close this case as 'unresolved'.

Dear CeeBee.

I am very sorry we could not help you more. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, but I am afraid that they will not be helpful in this type of situation. Please, be aware that this complaint will affect the BetFury Casino reputation on our website.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the player’s request. The player has informed me that the case was recently resolved.

Dear CeeBee,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards, Jozef

jozef.k@casino.guru